Customer Experience Consultant

Job Description

As Customer Experience Consultant, you are responsible for the end-to-end customer experience within the assigned scope in Supply Chain (SCM) within Lifestyle & Retail verticals, in compliance with relevant company procedures.

Typically handles a large number of customers or large, more complex customers, including special needs such as booking, customs, documentation, filing, legal, dangerous or special cargo and/or lack of e-channel use.

Manages accounts with large business impact, defined by volume and/or revenue contribution to the Area scorecard. A number of assigned Supply Chain (SCM) accounts, taking responsibility of the efficient shipment coordination as well as the correct execution of the Service Level agreed with clients.

Key responsibilities

Strategy

• Develop and maintain effective relationships with customers, key stakeholders.

• Continuously driving productivity improvements in the end-to-end process.

• Improve profitability by continuously driving costs out of the customer services activity and maximizing income opportunities.

• Work with commercial teams/CPM to establish and strengthen customer relationships.

• Assist in driving sustainable growth. Responsible for creating value to customers and provide Maersk integrated solution when there is opportunity.

• Identify and propose customer experience improvements and service deliverables.

• Support implementations of new clients or innovative programs when needed.

Customer focus

• Ensure that solutions are clearly defined within the customer's SOP and understood by the team members with up‑to‑date IOP.

• Ensure that client SOP remain updated and consult with clients and their client program manager (CPM) adjust them to improve the process.

• Identify any scope creep and advise both the Customer Experience Manager and the CPM to be addressed with customers.

• Ensure that client KPI's are achieved as per target.

• Where appropriate utilize individual customer KPI's to ensure that the highest levels of customer excellence are achieved throughout the Multi‑Carriers Customer Facing Team.

• Assist CPM by identifying and implementing business development opportunities.

• Follow‑up on service performance and consulting solutions and service deliverables.

• Assist customer experience provision and continuously improve its delivery.

• Work directly with customers and liaise with internal teams, key stakeholders.

• Support coordination of customers implementations.

• Collaborate and work with the key client manager (KCM)/ client program director (CPD)/ sale team members / customers to resolve performance KPI as monthly basis.

Financial Control

• Drive financial accountability within the team (RTP/OTC to be accurate and on time, queries resolved within agreed deadline, supplier queries to be resolved etc.)

• Clear unrecovered costs (waived charges) properly and timely based on approval authority matrix.

• Propose process change to reduce unrecovered costs (waived charges).

• Develop and maintain effective relationships with key stakeholders.

Resource Planning

• Prepare for backup system and manage workloads between teams.

• Identify additional team capacity and discuss with Customer Experience Manager to assist in departmental workload management.

We are looking for

• Relevant customer experience background is a plus.

• Bachelor’s degree in logistics, business, or a related field.

• Capability to multi-task.

• Working well independently and in a team environment.

• Patience when handling tough cases.

• Good command of Arabic and English (verbal and written).

We offer

Firstly, we offer you a unique opportunity to join Maersk - an established company within international shipping & logistics, you will be an essential part of the company and get a high degree of personal responsibility.

A career at Maersk means working in a culturally diverse, performance stimulating environment. You’ll be part of a rich heritage and a youthful and exuberant logistics company that aims to be an inspiring and challenging place to work. We believe that a successful career includes a variety of experiences that stretch you, take you out of your comfort zone and offer you an opportunity to grow in ways that also build your business.

Maersk offers a thrilling and attractive career in an ambitious and competitive environment - it is up to you to you use this opportunity for your professional and personal development and to build a career within a stimulating environment with a lot of future international career opportunities across a world class organization.

#RPO

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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